Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction. Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here. Summary: We are seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Professional Services (PS) organization and drive how Zendesk supports PS intake and delivery workflows. This role serves as the primary Zendesk subject-matter expert for Professional Services, partnering with platform owners, IT, and business stakeholders. Zendesk is the core focus of this role. Exposure to adjacent systems (Salesforce, Certinia) is a plus but not required and can be learned on the job. The ideal candidate brings hands-on Zendesk configuration experience and the ability to translate business needs into scalable, well-governed solutions that align with enterprise standards. Responsibilities: Zendesk Configuration & Optimization • Serve as the Zendesk lead for Professional Services use cases • Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting • Design solutions that support PS intake, triage, and delivery processes • Partner with platform owners to test and deploy changes in alignment with governance standards • Contribute to integrations using Zendesk APIs and apps as needed Business Analysis & Process Design • Act as the primary business analyst for Professional Services Zendesk use cases • Gather and document requirements; translate them into clear system designs • Develop a strong understanding of PS workflows (intake → triage → execution) • Identify opportunities to improve efficiency, data quality, and user experience Governance, Change & Security • Follow established systems governance, version control, and release management practices • Support change management activities, including impact analysis, testing, documentation, and user readiness • Ensure Zendesk changes adhere to security best practices, role-based access controls, and compliance standards • Maintain clear documentation for configurations, workflows, and process guidelines Collaboration & Enablement • Partner cross-functionally with IT and platform owners • Serve as a trusted advisor to Professional Services stakeholders • Help ensure Zendesk changes are aligned with broader enterprise architecture and roadmap Qualifications: Required • Strong hands-on experience with Zendesk administration and configuration • Experience building workflows using triggers, automations, forms, and reporting • Proven ability to gather requirements and translate business needs into system solutions • Experience supporting intake-driven or case management workflows • Understanding of change management and system governance practices • Strong communication and documentation skills Preferred Certifications • Zendesk Support Administrator certification and/or Zendesk Support Developer certification Nice to Have (Professional Experience) • Experience integrating Zendesk with Salesforce and/or Certinia • Familiarity with Professional Services or PSA tools • Experience working within shared platform ownership models What Success Looks Like • Zendesk effectively supports Professional Services workflows and intake • PS requirements are clearly translated into scalable, maintainable solutions • Stakeholders trust both the system and the process • Changes are delivered in a controlled, well-governed way • Continuous improvements drive better user experience and data quality It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status. 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• Conduct deep-dive analyses to generate insights that inform content strategy, product experience, and growth initiatives • Design and operationalize frameworks and models that link user activity (content consumption, platform usage) to downstream subscriber lifecycle outcomes • Identify churn improvement opportunities and risk areas through proactive analysis • Translate complex analytical findings into clear, compelling narratives for executive leadership and cross-functional stakeholders • Deliver fast, ad-hoc analyses to address evolving business needs and priorities • Partner with our Research team to integrate qualitative knowledge with quantitative models and metrics • Partner closely with Data Engineering to design scalable pipelines, data models, and dashboards • Integrate AI-driven tools and automation into daily workflows to enhance efficiency, scale reporting, and unlock deeper performance insights

• Gestión y supervisión de agencias • Coordinar la operación diaria de las agencias externas de cobranza, asegurando alineación con los objetivos de recuperación y las políticas internas de Soluciones de Pago. • Monitoreo de SLAs y cumplimiento contractual • Hacer seguimiento de los indicadores de servicio acordados contractualmente, identificando desviaciones y activando planes de corrección oportunos. • Auditoría de calidad de gestión • Evaluar periódicamente la calidad de la gestión realizada por cada agencia, verificando el cumplimiento de protocolos de contacto, scripts y normativa de cobranza. • Diseño y calibración de incentivos • Participar en la definición y ajuste de esquemas de incentivos dinámicos para proveedores, alineando la estructura de pago al desempeño real de recuperación. • Reportería y análisis de rendimiento • Elaborar reportes periódicos de desempeño por agencia, segmento y cartera, con análisis de causas raíz de brechas y recomendaciones de mejora. • Coordinación regulatoria y control interno • Velar por el cumplimiento de la normativa CMF, la ley y los reglamentos de cobranzas y las políticas internas en toda la gestión de terceros, documentando hallazgos y manteniendo trazabilidad de auditorías. • Mejora continua, innovación y desarrollo de proveedores • Implementar planes de capacitación y mejora para las agencias, promoviendo la adopción de mejores prácticas de cobranza y atención al cliente. • Promover innovación y uso de tecnología, data, IA y omnicanalidad en las agencias.

• Quality Assurance and Auditing: Perform regular audits of coded medical records to ensure compliance with ICD-10, CPT, and HCPCS standards • Compliance Monitoring: Monitor coding practices for adherence to federal and state regulations, including HIPAA, CMS guidelines, and other applicable standards • Data Analysis and Reporting: Compile audit results and prepare detailed reports to identify trends, gaps, and areas for improvement • Education and Training: Provide feedback and training to medical coders on identified errors and best practices • Collaboration: Work closely with Coding Services Manager and Coding Services Director